Senior Technical Support Analyst

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

WARNER BROS. DISCOVERY TECHNOLOGY – JOB DESCRIPTION

Job Title:                                               Senior Technical Support Analyst

Business Area:                                      Warner Bros. Discovery Technology

Team:                                                     Studios and Experiences Technology

Location:                                               Warner Bros. Studio Tour Tokyo, JP

Reports to:                                                      Manager, Technical & Support Operations

Start Date:                                                        Q1 2026

About Warner Bros. Discovery

Warner Bros. Discovery, a premier global media and entertainment company, offers audiences the world's most differentiated and complete portfolio of content, brands and franchises across television, film, streaming and gaming. The new company combines WarnerMedia's premium entertainment, sports and news assets with Discovery's leading non-fiction and international entertainment and sports businesses.

Warner Bros. Discovery... the stuff that dreams are made of.

募集職種：シニア・テクニカル・サポート・アナリスト

所属部署

• スタジオ・エクスペリエンス・テクノロジー部門内の「テクニカル＆サポートオペレーション（Tech Ops）」チームになります。ツアー運営に関わる情報システムのサポート業務を担当しています。

業務内容

• ユーザーの窓口として、日々発生するインシデントやチェンジリクエストを担当していただきます
• ハードウェア・ソフトウェア両方の案件を担当します
• 主に Microsoft Dynamics 365 (Finance & Operations / Store Commerce)に関するサポート業務を担当していただきます
• 案件の進捗管理と報告を責任を持って実施し、社内の各部署と連携して問題解決を推進します
• 必要に応じて海外へのエスカレーション対応を行うため、日本語と英語のコミュニケーション能力が求められます
• 業務の性質上、オフィス勤務となります

主な業務詳細

• プロジェクトチームへの技術サポート提供
• 協力会社・ベンダーとの調整・折衝
• システムメンテナンス・設定変更の実施
• ハードウェア構築・設置・資産管理
• PCI/SOX監査の定期実施
• 各種ドキュメント作成
• ユーザートレーニングの実施

※より詳しい業務内容については英文を参照してください。

Who are the Studios and Experience Technology team?

Studios and Experience Technology is part of the Warner Bros. Discovery Technology group and look after the tech that supports our Studios, Global Retail, eCommerce and Tours businesses. They are responsible for all operational, digital, marketing, and guest-facing technologies, as well as serving as the central hub for all technical support activities.

The Studios and Experience Technology Portfolio spans across the following key businesses and their back-end operations:

• WB Studio Tour London
• WB Studio Tour Hollywood
• WB Studio Tour Tokyo
• Platform 9 ¾ Retail Shops, London
• Harry Potter Flagship Store, NYC
• WB Studio Leavesden
• WB Studio Burbank
• Harry Potter Shop Chicago
• Harry Potter Shop Harajuku
• Harry Potter Shop Akasaka

Overview

We are seeking a highly skilled technical support professional to ensure the smooth day-to-day operation of critical business applications for the Warner Bros. Studio Tour Tokyo. This role is pivotal in delivering a seamless experience for our guests by maintaining and supporting systems such as ticketing, retail, and other integrated platforms.

Key Responsibilities

• Act as the primary technical support resource for business applications, including Microsoft Dynamics 365 (Finance & Operations / Store Commerce), ticketing, and related systems.
• Own and manage service request tickets from initiation to resolution, collaborating with internal teams, vendors, and external partners.
• Provide timely fixes and proactive solutions to minimize downtime and enhance operational efficiency.
• Partner with business stakeholders for regular service reviews and maintain strong, positive relationships across departments.
• Continuously seek opportunities to improve service delivery and system performance.
• Support and collaborate with peers within the Studios and Experience Technology group and the wider Warner Bros. Discovery Technology organization globally.
• Respond to critical incidents and operational issues during off-hours when necessary.

Required Skills & Qualifications

• Strong knowledge of B2C business applications, including POS systems and hardware support.
• Solid understanding of Microsoft Dynamics 365 (Finance & Operations / Store Commerce).
• Proficiency in Japanese and the ability to communicate confidently in English.
• Ability to work under pressure and adapt to changing priorities.
• Excellent interpersonal and communication skills; a collaborative team player.

Preferred Experience

• Supporting ticketing, eCommerce, retail POS, warehousing, inventory management, finance systems, customer service platforms, and reporting/analytics tools.
• Experience operating within PCI-compliant environments.
• Familiarity with large entertainment venues or similar high-volume environments.

Additional Requirements

• Flexible working hours to accommodate offshore collaboration and urgent issue resolution.
• Passion for delivering exceptional technical support and ensuring a seamless guest experience.

What Else Will You Be Doing?

• Work with vendors and internal teams to log service tickets and follow up on incidents, change requests, and application enhancements to ensure SLA compliance.
• Act as a resource for project teams where required (hardware releases, business application enhancements or implementations, testing, and support).
• Complete regular PCI and SOX audits.
• Perform system upgrades, lead testing, and partner with the business for user acceptance testing.
• Assist with data protection reviews or requests to remove data as instructed by legal teams.
• Provide user training and create/maintain user manuals and technical documentation.
• Travel between physical locations (Tour, Warehouse, Call Centre, Retail stores) as needed.
• Move and install heavy tech devices such as POS terminals, PCs, printers, and payment devices during incidents, maintenance, relocations, or deliveries.

Work Experience

• Must have experience:
  • Minimum of 5 years of relevant experience
  • Minimum of 5 years of experience working in an internal information technology department supporting Microsoft Dynamics 365 and reporting platforms

• Desired/preferred experience:
  • Experience working with Japanese retail and admission ticketing solutions
  • Experience working within retail or entertainment company
  • Experience working in an international environment across different time zones (The position will require working early mornings and late evenings when required)

We are committed to creating both a workforce and content that are as diverse as the global audiences we serve. See what we are doing for Diversity, Inclusion and Belonging here at Warner Bros. Discovery.

https://www.warnermediagroup.com/diversity

On June 9, 2025, Warner Bros. Discovery announced plans to separate into two publicly traded companies, Warner Bros. and Discovery Global, with an expected completion in mid-2026. For more details, including leadership appointments and information on individual brands, please visit our newsroom here.

Warner Bros. Discovery Announces Post-Separation Company Names and Leadership Appointments | Warner Bros. Discovery

Although you will be hired by Warner Bros. Discovery, upon the planned separation in 2026, your employment likely will transition to Warner Bros. During this period of transformation, you’ll have an exciting opportunity to lay the foundation at one of the world’s premier entertainment brands.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.